Building stable customer relationships that stand the test of time

Area of Science:

• Business Management
• Organizational Training
• Customer Service Improvement

Background:

• Need for standardized customer service training identified.
• Previous reliance on external training programs proved insufficient.
• Baldor Electric Company sought to align service principles with business objectives.

Purpose of the Study:

• To detail the development and implementation of an in-house service training program.
• To outline the core principles taught in the Baldor service course.
• To demonstrate how this training fosters a culture of improved customer service.

Main Methods:

• Internal needs assessment for service training.
• Curriculum design and development of the Baldor service course.
• Rollout and delivery of the training program to all employees.

Main Results:

• Successful creation of a comprehensive in-house service training curriculum.
• Identification of foundational service principles applicable to all roles.
• Establishment of a training framework for consistent customer service enhancement.

Conclusions:

• In-house training is an effective strategy for building a strong service foundation.
• The Baldor service course provides universally applicable principles for customer service excellence.
• Continuous employee training is crucial for sustained business-wide service improvement.